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I was using Five9 in the senior living space.

The complex call routing capabilities were valuable. I was able to set up fairly complex call routing, capturing data via internal IVR for potential customers' geography and then conducting lookups to determine which skill to route calls to. I also set up complex rollover, so if the first person could not answer, callers would wait a specified number of seconds hoping they would become available, and if they did not, the call would roll over to the next person. I was able to set up fairly complex integrations between our CRM and leverage that data for complex call routing, and it worked well. The integration and call routing both performed well.

The reporting suite needed improvement. I saw recently that Five9 released a new platform for reporting, as the reporting was not great previously.

I used Five9 at not quite a two-year tenure.

My experience with customer service was up and down, honestly. Mostly it was good, but Five9 had many leadership changes over the course of my time with them. I had three different reps that handled our support. They were good about hosting regular, recurring meetings, understanding priorities, and getting things escalated that were appropriate to escalate. However, there were many instances where the rep had to call some other department that was not on the call for that, which usually took a while and extended the timelines. It also seemed to depend on the experience of the rep that I had. I had three reps: one was very tenured, one was brand new, and one was somewhere in the middle. The brand-new rep did not have any contacts within the organization yet. When I would ask a question that they were not able to answer, it would take them several days to figure out who to ask, and then more time after that. Overall, I would rate my experience a six or a seven out of ten.

Positive

The main other solution I investigated was NICE. At the end of the day, the decision came down to the fact that I was already so heavily integrated with Five9 that I decided not to untangle the integration, and I chose to stay on Five9.

I was a Workforce Management Director in that role at that time. I would note that I have no experience with CXone, only IEX. As a telephony platform, Five9 served my needs. My overall review rating for Five9 is seven out of ten.

I have used TalkDesk for approximately seven to eight months. I use TalkDesk to manage my communications with my clients by unifying voice, SMS, chat, email, and all social media messages within a single interface. Additionally, I use it because it has AI and automation that helps me act as an artificial intelligence virtual assistant, which assists me in handling customer requests across both voice and digital channels. It also provides real-time and AI assistance to our live agents, such as the next-best action.

The best features TalkDesk offers include the unification of messages through omnichannel support, which allows me to combine all messages from voice calls, SMS, chats, email, and social media onto a single platform. I also utilize the AI features for immediate customer support with a virtual assistant to handle customers when our agents are offline, and it requires no coding, making it really easy to use.

The AI support specifically helps me save a lot of time as I only have to input and set it up; in case of any inquiries, it automatically provides feedback to customers needing help. Additionally, with the omnichannel feature, I don't need to log into all my social media handles or check my chats and emails separately, as I find everything in one place, which helps me become more efficient, save time, and stay organized.

TalkDesk is a good tool and I don't have any major needs for improvement. If I had to suggest anything, it might be to reduce the pricing, but it is fair overall.

Regarding needed improvements, while I find the customer support team generally effective, I notice it can be less responsive during certain hours, especially when their agents are offline, making communication difficult. However, I don't have many missing features to recommend adding; all my needs are covered, and it integrates well with tools such as Zendesk and Microsoft Teams.

I have been working in my current field for approximately one to two years.

TalkDesk is very stable.

The scalability of TalkDesk is not bad; it caters to all our needs as the IT team and facilitates communication with our clients and within the organization.

Customer support is generally good; however, I find it less responsive at certain hours of the day. Overall, I would rate it a seven out of ten.

Positive

I did not use any different solution before.

I would rate TalkDesk a seven out of ten on a scale of one to ten.

I have not really sat down to get the exact metrics on return on investment, but I can say that in terms of time, it helps us save a lot because of the automation and unification.

Regarding pricing, I find it not bad, and while I don't know the specifics of setup cost and licensing since I'm not part of the financial team that purchases the software, I would say generally that the pricing is fair and the setup is also not bad.

I didn't evaluate other options before choosing TalkDesk as it was selected by my IT team; my IT head suggested TalkDesk, and I'm not sure what considerations they took, but it has proven to be a good tool for me.

I would highly recommend TalkDesk because it is a good tool that simplifies work, provides analytics, and saves time, generating a good return on investment; it is excellent for communication and integration. I don't have much else to add; it is a good tool that I recommend for anyone looking to enhance customer experience or automation, featuring agentic AI that helps automate customer responses and save time. I give this product a rating of seven out of ten.